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Blake_H
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Consistent RCS Partial Service errors and network outage

For the past few days I have had my WiFi drop out intermittently. It's only for around 5-20 seconds at a time but it's once or twice per hour. At the moment there's two of use working from home and on calls so it's far from ideal.

After doing a few router resets and completely turning the router off overnight I'm still having these issues. After checking the Network log I have found that the router is reporting a couple of the same errors, these being; "RCS Partial Service" and also "SYNC Timing Synchronization failure - Loss of Sync".

 

Does anyone have a fix or at least an idea of what is causing this? It makes it difficult to work and I'm a little fed up of apologising to colleagues at this point, plus it's a major pain while playing online games as it usually disconnects me from the server.

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Andrew-G
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Re: Consistent RCS Partial Service errors and network outage

As a start, pull up the log in page for the hub.  But don't log in, just click on the link "Check router status"  That'll bring up a window with five tabs.  Open the Downstream tab.  Select all the text (Ctrl-A if using a keyboard), copy it (Ctrl-C), then paste it (Ctrl-V) into a reply here as TEXT not screenshots.  Post that, do the same for the Upstream and Network log.  You'll get an error message when you post the Network log, just click on "post" a second time.

Then we can check for any obvious problems with power, noise or error counts.  Ideally do this after the hub has been running for a good few hours, ideally when you actually observe problems of speed or latency.  Reason for that is the hub's error counters are zeroed when it is rebooted, and at this stage we do want to see if the hub is racking up errors.

I assume you've checked all coax connections are finger tight, and rebooted the hub during earlier attempts to resolve?

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Blake_H
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Re: Consistent RCS Partial Service errors and network outage

Hi Andrew, 

Thanks for replying the Downstream and Upstream logs are as follows:

Downstream bonded channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

15150000004.338256 qam36
22350000009.937256 qam13
32430000009.436256 qam14
42510000008.636256 qam15
5259000000936256 qam16
6267000000936256 qam17
72750000009.337256 qam18
82830000008.637256 qam19
92910000008.537256 qam20
102990000008.836256 qam21
113070000009.437256 qam22
12315000000937256 qam23
133230000008.537256 qam24
143310000008.537256 qam25
153390000008.637256 qam26
163470000009.338256 qam27
17355000000938256 qam28
183630000008.838256 qam29
19371000000838256 qam30
203790000008.338256 qam31
21387000000838256 qam32
224910000005.838256 qam33
234990000005.938256 qam34
245070000004.938256 qam35



Downstream bonded channels

Channel Locked Status RxMER (dB) Pre RS Errors Post RS Errors

1Locked38.914302421728712
2Locked37.3274421642418
3Locked36.6485308638418
4Locked36.3773958689208
5Locked36.3709409724352
6Locked36.6659595700820
7Locked37.6704064728005
8Locked37.3660091613967
9Locked37.3720554550343
10Locked36.61072795635198
11Locked37.6812585599649
12Locked37.6740979625066
13Locked37.6993988662421
14Locked37.61170315619227
15Locked37.31037079625926
16Locked38.6821090592812
17Locked38.6721792615335
18Locked38.6896501615079
19Locked38.91267341640309
20Locked38.91330653657400
21Locked38.91155043682652
22Locked38.64101685843325
23Locked38.95531622859715
24Locked38.68947132873923

 

Upstream bonded channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

15369999137.3512064 qam10
23940003435.8512064 qam12
34619998835.8512064 qam11
46029998637.3512064 qam9



Upstream bonded channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1ATDMA0000
2ATDMA0000
3ATDMA0010
4ATDMA0010

 

All Connections and the Coax have been checked to make sure they're finger tight and the reboots seem not to have helped.

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Andrew-G
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Re: Consistent RCS Partial Service errors and network outage

Downstream's a mess - power levels all over the place and very high uncorrectable (post-RS) errors.  I've marked that for staff to advise.  If it's an area fault they can advise the estimated fix date, if it is unique to your connection they can book a technician for you.

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lotharmat
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Re: Consistent RCS Partial Service errors and network outage

Maybe worth trying the 0800 561 0061 number for area faults!



------------------------------------------------------------------
Hub 3 - Modem Mode - TP-Link Archer C7

Kath_F
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Re: Consistent RCS Partial Service errors and network outage

Hi Blake_H, 

Thanks for your post and welcome to the forums. It's really great having you on board with us although I am sorry to hear that you are having an issue with an intermittent connection. 

As mentioned in the thread, it does look as though your power levels for the downstream are out so I would like to arrange for an engineer to come to take a look at this for you. 


I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team



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Kath_F
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Re: Consistent RCS Partial Service errors and network outage

Hi Blake_H,

 
Thanks for coming back to via private message. 


I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.
 

Kath_F
Forum Team



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